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What would people consider is a reasonable download speed for a 50/20 plan? I have always been ok with speeds in the mid 20s and up, but for the past week or so I have been getting what I consider to be rather low speeds, averaging less than 10Mb/s. Uploads are quite often faster than downloads.

So having sent Exetel all the data they wanted, then I get this email:

"Thank you for your email and we know that slow internet speeds can be extremely frustrating.

However as advised the matter is beyond our control as our supplier has confirmed an ETA of Quarter 1, 2018.

As we are not in position to expedite the changes, if the current situation is making your service unusable and unsatisfactory, you may opt-out and choose a provider who is able to cater to your needs better.

This service is within a contract period; however any charges associated with the early termination of the service will be waived off & no early notice would be required.

At the same time we will now be placing this ticket on hold and feel free to reply back advising how you wish to proceed and once again we apologize for any inconvenience caused to you by this."

What a disgraceful way to do business. As a customer of 10+ years I am seriously unimpressed. So Exetel market a 50/20 plan in the full knowledge that you can't deliver. Unbelievable. You guys need to take a good hard look in the mirror.

So having sent Exetel all the data they wanted, then I get this email:

"Thank you for your email and we know that slow internet speeds can be extremely frustrating.

However as advised the matter is beyond our control as our supplier has confirmed an ETA of Quarter 1, 2018.

As we are not in position to expedite the changes, if the current situation is making your service unusable and unsatisfactory, you may opt-out and choose a provider who is able to cater to your needs better.

This service is within a contract period; however any charges associated with the early termination of the service will be waived off & no early notice would be required.

At the same time we will now be placing this ticket on hold and feel free to reply back advising how you wish to proceed and once again we apologize for any inconvenience caused to you by this."

What a disgraceful way to do business. As a customer of 10+ years I am seriously unimpressed. So Exetel market a 50/20 plan in the full knowledge that you can't deliver. Unbelievable. You guys need to take a good hard look in the mirror.

No, not at all, we use third party suppliers for some regional areas, unfortunately there are sometimes issues with their capacity.

We do not know full well that there are issues, this is a requirement that Optus puts on us for services that are not bought directly from NBN.

Do they? I doubt that they would put that in writing.

No, we are charging for a service with no guaranteed minimum speed, it's just like ADSL, there are a lot of different factors that determine the speed.

Quarter 1 2018 is when the planned backhaul upgrade to the area will happen, however if you want to email me your details, i can provide more accurate information, and hopefully see that your POI is an area we want to provide services directly to.